Customer Service Representative

RIHousing – Customer Service RepresentativeSalary - $51,896.00 - $62,276.00What We Are All About:We are seeking a dynamic professional to serve as a Customer Service Representative within our Loan Servicing Department. At RI Housing, Customer Service Representatives (CSRs) serve as the primary liaison between the Agency and our customers. In this role, you will provide accurate information about our products, address billing inquiries, resolve customer concerns, and offer effective solutions. You will communicate through multiple channels, including phone and email, and will be responsible for researching and resolving more complex service issues as they arise.This is an in-person position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for in?person collaboration and active engagement within our office environment.What You'll Do Daily:This role performs a variety of customer service and research functions in alignment with investor guidelines and internal policies and procedures. You will be cross?trained across all customer service tasks and will support the Loan Servicing team through the following responsibilities:Name and address changesACH setup and removal requestsNSF noticesIssuance of privacy noticesNew loan setupProcessing and tracking returned mailPreparing Welcome Packets as required by the Consumer Financial Protection Bureau (CFPB) and the Real Estate Settlement Procedures Act (RESPA)Producing mortgage discharges in accordance with Rhode Island and Maine state lawsPreparing and producing loan subordination packets following internal processes, procedures, and risk guidelinesProcessing one?time borrower payments (electronic and non?electronic)Preparing and submitting monthly MERS audit reports at the request of the SupervisorYou will research and resolve customer complaints and inquiries by:Reviewing mortgage file documentationAnalyzing data to determine appropriate actionsEnsuring timely and accurate responsesMaintaining customer satisfaction and fostering positive borrower relationshipsYou will complete tasks governed by federal, investor, and state regulations, including:Loan payoff requestsFinal loan paymentsMortgage dischargesSubordination agreementsAdditional responsibilities include:Assisting the Supervisor with data mapping for manual conversionsSupporting the development of training materials for processes and proceduresProviding cross?functional servicing support during peak periodsAssisting with special projects as assignedResearching and resolving lost paymentsHow You Will Make An Impact:Delivering professional customer service by phone, email, and occasional in?person interactionsActively listening, asking clarifying questions, and providing clear, accurate informationOffering basic technical support for customers using our online portalResponding to written inquiries with clear, professional communicationResearching and resolving complex customer issues in accordance with policies and regulationsDocumenting all customer interactions in the system of recordApplying general knowledge of RI Housing loan products and basic escrow/RESPA requirementsSupporting special projects and contributing to process improvements as neededWhat Success Looks Like In This Position:Three years of customer service experience in a mortgage or consumer finance customer service setting.Strong customer focus, communication, listening, and analytical skills.Effective written communication skills.The ability to work in a fast-paced environment and to multitask is imperative.Ability to work with limited direct supervision.Strong computer skills and the ability to use standard Microsoft Office software.Bilingual ability preferred (particularly Spanish or Portuguese).Business Certificate or associate's degree in business administration or related field preferred, or equivalent work experience required.Why RIHousing:Mission-Driven OrganizationMentorship ProgramLunch and Learn SeriesEmployee Recognition ProgramsDedicated WorkforceParking StipendMedical/Dental/Vision/Life InsurancePaid Time OffRetirement OptionsEducation ReimbursementOnsite Fitness ClassesVolunteer DaysWinner of "Best Places to Work" 2016, 2018, 2019, 2021 – 2026Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2026PBN's Healthiest Employers of RI 2025 & 2026About RIHousing:RIHousing works to ensure that all people who live in Rhode Island can afford a healthy, attractive home that meets their needs. RIHousing provides loans, grants, education, and assistance to help Rhode Islanders find, rent, buy, build, and keep a good home. Created by the General Assembly in 1973, RIHousing is a self-sustaining corporation and receives no state funding for operations.